What users are saying about
9 Ratings
9 Ratings
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Score 7.8 out of 100
39 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • HubSpot Service Hub ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

6.4

Helpshift

64%
8.5

HubSpot Service Hub

85%
HubSpot Service Hub ranks higher in 6/6 features

Organize and prioritize service tickets

5.5
55%
4 Ratings
8.9
89%
11 Ratings

Expert directory

3.7
37%
4 Ratings
7.9
79%
4 Ratings

Subscription-based notifications

6.4
64%
3 Ratings
8.2
82%
6 Ratings

ITSM collaboration and documentation

4.6
46%
3 Ratings
7.6
76%
5 Ratings

Ticket creation and submission

9.1
91%
3 Ratings
9.1
91%
11 Ratings

Ticket response

9.1
91%
4 Ratings
9.4
94%
11 Ratings

Self Help Community

5.0

Helpshift

50%
9.0

HubSpot Service Hub

90%
Helpshift ranks higher in 1/2 features

External knowledge base

1.0
10%
4 Ratings
9.0
90%
10 Ratings

Internal knowledge base

9.1
91%
3 Ratings
9.0
90%
10 Ratings

Multi-Channel Help

4.6

Helpshift

46%
8.1

HubSpot Service Hub

81%
HubSpot Service Hub ranks higher in 4/5 features

Customer portal

5.5
55%
3 Ratings
9.1
91%
4 Ratings

IVR

2.7
27%
1 Rating
7.0
70%
3 Ratings

Social integration

7.3
73%
1 Rating
7.2
72%
4 Ratings

Email support

2.8
28%
4 Ratings
7.8
78%
6 Ratings

Help Desk CRM integration

4.6
46%
2 Ratings
9.3
93%
6 Ratings

Attribute Ratings

  • Helpshift is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.1

Helpshift

91%
4 Ratings
8.7

HubSpot Service Hub

87%
12 Ratings

Usability

9.0

Helpshift

90%
1 Rating

HubSpot Service Hub

N/A
0 Ratings

Support Rating

9.1

Helpshift

91%
4 Ratings

HubSpot Service Hub

N/A
0 Ratings

Likelihood to Recommend

Helpshift Inc.

If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
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HubSpot

It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
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Pros

Helpshift Inc.

  • Their customer support is very responsive. If they have any problems, they fix them quickly.
  • They are constantly trying to improve and expand their offering, which is beneficial to our growing company.
  • It is very user-friendly and easy to manage. The analytics are pretty good as well.
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HubSpot

  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
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Cons

Helpshift Inc.

  • While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications.
  • There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service.
  • The website dashboard that is used to respond to customers has trouble sometimes and is very slow.
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HubSpot

  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
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Pricing Details

Helpshift

Starting Price

$150 per month issue

Editions & Modules

Helpshift editions and modules pricing
EditionModules
Starter$150.001
EnterprisePlease contact Helpshift2
GrowthPlease contact Helpshift3

Footnotes

  1. per month Issue
  2. per month Issue
  3. per month Issue

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Flexible Consumption-Based Pricing for Your Changing Needs. Only pay for the number of issues created each month. An issue is a customer problem or inquiry that is directed to an agent or a bot. Customers with greater usage receive a reduced per issue price. All packages come with 1,000 issues per month to get you started.

HubSpot Service Hub

Starting Price

$50 per month

Editions & Modules

HubSpot Service Hub editions and modules pricing
EditionModules
Starter$50 ($45)1
Professional$400 ($360)2
EnterpriseStarting at $1,2003

Footnotes

  1. monthly (annually)
  2. monthly (annually)
  3. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Usability

Helpshift Inc.

Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
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HubSpot

No answers on this topic

Support Rating

Helpshift Inc.

The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
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HubSpot

No answers on this topic

Alternatives Considered

Helpshift Inc.

Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
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HubSpot

Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user
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Return on Investment

Helpshift Inc.

  • The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift.
  • The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools.
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HubSpot

  • Lead management has become more streamlined
  • Sales targets are visible; any changes made can be easily tracked and accounted for
  • Overall lead lifecycle management has improved and the way data moves to other apps makes life easier for the other business functions to keep track on the new and old deals
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Screenshots

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